Customer Support Coordinator

Company Description:

Azurreo is a leading global company specializing in innovative solutions for the telecommunications industry. We are dedicated to providing top-notch services to our clients, ensuring their needs are met with the highest level of expertise and customer care. With a focus on excellence and innovation, Azurreo has established a reputation for delivering reliable and efficient solutions to clients worldwide.

Job Overview:

The Customer Support Coordinator at Azurreo will work with customers from different places around the world, supporting them in installing, troubleshooting, and guiding them through various processes. This role involves providing answers and suggestions when needed, ensuring customers receive the best possible service and support.

Tasks

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Provide accurate information about products and services.
• Communicate with customers in a professional, courteous, and empathetic manner to ensure a positive customer experience.
• Identify and troubleshoot customer issues, providing solutions, and escalating complex problems to higher-level support or other departments when necessary.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Document customer interactions, including issues raised, solutions provided, and follow-up actions taken, in the customer support system.
• Provide technical assistance to customers regarding server configurations, troubleshooting server-related issues, and resolving technical problems.
• Develop a deep understanding of company products or services to effectively assist customers and provide accurate information.
• Ensure the successful installation and configuration of new sites on servers, including the setup of required software applications, security measures, and resource allocation according to customer specifications.
• Provide guidance and support to customers during the installation and setup of new sites, including assistance with software installation, configuration, and troubleshooting to ensure a smooth deployment process.
• Coordinate with logistics and operations teams to ensure the timely and secure delivery of devices to their final destinations as requested by customers.
• Assist customers with inquiries and requests related to the delivery of devices, providing updates on delivery status, and addressing any concerns or issues that may arise during the delivery process.
• Identify areas for improvement in customer support processes.
• Suggest and implement improvements to enhance the customer experience.
• Generate reports on customer support metrics, such as response time, resolution time, and customer satisfaction.
• Analyze data to identify trends and areas for improvement.
• Assist in training new customer support staff.
• Stay updated on product knowledge and customer service best practices.

Requirements

Qualifications:

• Bachelor’s degree in Business, Communications, or a related field preferred.
• 2+ years of experience in a customer service or support role.
• Experience with CRM systems and customer support software.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Technical aptitude and ability to understand server configurations and software applications.
• Ability to multitask and manage time effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Proficiency in communicating via email.
• English required, French preferred.
• Customer-focused with a positive and professional attitude.
• Detail-oriented and highly organized.
• Ability to work independently and as part of a team.
• Flexibility to work outside standard working hours when required (with compensation agreed upon).

Benefits

Benefits:

• Competitive salary.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.